MELISSA MARTINEZ
Tijuana,B. C.
Summary
Strategic customer success leader focused on retention, expansion, and customer lifecycle performance. Built playbooks, health scoring, and renewal motions while leading teams that improved NPS, supported 24x7 service models, and delivered measurable growth, including 96% gross revenue retention and 31% contract value expansion.
Overview
2
2
Languages
17
17
years of professional experience
Work History
Senior Customer Success Manager
Jumper Media (SaaS)
05.2026 - Current
- Achieved 96% Gross Revenue Retention across assigned portfolio while leading a team of 7 CSMs managing approximately 150 SMB accounts and driving retention, customer engagement, and expansion opportunities across the customer lifecycle.
- Developed and refined customer success playbooks to enhance onboarding, accelerate time-to-value, drive retention, manage objections, handle escalations, and identify upsell opportunities.
- Collaborated with CSMs to create success plans that boosted engagement and facilitated renewal and growth strategies.
- Utilized AI tools to enhance account scalability and streamline customer management processes.
- Assisted SMBs with local SEO strategies to enhance visibility in Google's Map Pack.
Head of Customer Experience - Promoted/Transitioned from Gel Blaster to Go Play Holdings following corporate restructuring
Go Play Holdings (SaaS)
12.2024 - 02.2026
- Managed a team to deliver 24x7 B2B Global Customer Success + Support and proper escalation protocols to achieve 99% uptime, ARR, and industry-standard response & Resolution times.
- Served as voice of the customer for sales, marketing, engineering, and product teams, leveraging customer health scores such as NPS and CSAT to deliver insights on return on investment.
- Implemented Bug Scrum and hardware RMA/feedback processes to enhance customer satisfaction (CSAT) and system uptime.
- Supported the customer lifecycle from order entry to post-sales support, ensuring seamless transitions through each phase.
Head of Customer Experience
Gel Blaster (Retail)
07.2022 - 11.2024
- Established CX-product closed-loop feedback system that minimized return costs.
- Developed CX KPI dashboard tracking CSAT, NPS, return rate, OTIF, order accuracy, and chargeback %, with quarterly presentations on NPS and CSAT to executives.
- Scaled domestic support team and developed global partner strategy to enhance distributor engagement.
- Led Domestic and Global B2B Sales Operations teams to support revenue realization from Order entry, Change Management, Packing Slip/BOL and invoice tracking.
Customer Success Lead
C2Perform (SaaS)
10.2021 - 07.2022
- Increased portfolio contract value by 31% through strategic customer success planning, adoption initiatives, KPI improvement programs, and executive stakeholder engagement.
- Facilitated onboarding digitalization to streamline new customer onboarding and enhance ongoing education.
- Coordinated with global teams on feature development specifications and testing processes, ensuring timely delivery and quality assurance.
- Managed performance management SaaS platform for BPOs and support organizations, optimizing user experience and functionality.
Sales and Customer Success Lead
ESRI (SaaS)
04.2020 - 09.2021
- Managed the Customer Success Team to renew 80% of the customer portfolio (this represented 50% of total Product revenue).
- Designed automated email drips to enhance the customer journey and Key Playbooks, replacing in-person support with targeted communications on best practices, NPS/CSAT surveys, escalation risks, and renewals.
- Coordinated digitalization of customer onboarding workflow, creating documentation and courses for self-service.
Customer Success Director
3D Robotics / Site Scan (SaaS)
07.2015 - 04.2020
- Increased customer renewal rate by 12 percentage points through targeted engagement strategies.
- Used upsell opportunities to grow average revenue per user (ARPU) by 35%.
- Lifted NPS from 41 to 75.
- Achieved 85% product utilization in 2019 through strategic management.
- Also helped position customer success as revenue driver through tiered pricing offering in Price.
- Guided CSM team to 30% revenue growth in 2019 vs 2018.
- Established company’s first customer success organization, defining team structure, hiring framework, customer segmentation, onboarding journeys, health scoring models, voice of customer programs, and renewal motions.
- Developed and improved customer success program from scratch during SaaS transition from retail as Customer Success Product Manager, 2016–2017.
- Built customer success playbooks for sales-CS handoff, onboarding, training touchpoints, business reviews, NPS/CSAT surveys, risks, escalations, and renewals.
- Created job profiles, hiring process, onboarding plan, 30-60-90-day goals, coaching approach, and incentive plans.
- Developed customer health scoring, CSAT and NPS tracking, customer success tiers, and digital-first free trials program that contributed to 3% sales conversion.
- Worked with Product and Marketing on feature request committee and beta programs.
- Facilitated talent pipeline development for Product and Engineering teams by sourcing and mentoring candidates.
- Managed customer support program at 3D Robotics as Customer Support Manager, 2015–2016.
Client Care & Business Development Manager
Telvista (BPO)
08.2009 - 07.2015
- Managed contact center operations across the US and Mexico. I managed up to 7 different contracts (Amex, Affinion, Allconnect, Avon, Avis Budget Group, etc.) in different industries. Highlights below.Secured 50–60% contract value growth (+$17MDD) by developing business proposals that expanded service offerings while meeting financial and profitability targets.
- Led Account Retention Strategy and measured/monitored execution. Contract value retention during this period: +$30 MDD
- Developed account retention strategy through market, industry, and SWOT analysis, translating insights into performance, financial, and customer contractual KPIs for stakeholders (recruitment, WFM, operations, quality, training).
- Strategy Execution. Achieved through the coordination of multidisciplinary teams to meet contractual SLAs and performance KPIs, using root-cause analysis and corrective actions to secure full contract value.
- Delivered quarterly business reviews that showcased performance wins, aligned business objectives, and outlined actionable plans to address identified gaps.
- Top 5 finalists of AMEX for their Innovation Challenge in 2013. Top 5 vendors presented a proposal at AMEX HQ in NYC.
Education
MBA - Marketing Concentration
CETYS University
Tijuana, Baja California, Mexico01-2012
Bachelor's degree - Accounting
Universidad Autnoma De Baja California
Tijuana, Baja California, Mexico01-2007
Skills
- Customer success leadership
- Customer retention
- Renewal strategy
- Lifecycle management
- SaaS onboarding
- Customer health scoring
- Customer insights
- Account management
- Revenue operations
- Stakeholder management
- Cross-functional leadership
- Salesforce expertise
- HubSpot proficiency
- Zendesk knowledge
- CRM systems knowledge
- ERP systems understanding
- Data analysis capabilities
- Excel skills
- Data analysis capabilities
Personal Information
Title: Senior Customer Success & Customer Experience Executive | Customer Retention | Revenue Growth | SaaS Leadership | Global Operations
LANGUAGES
English – C2 (Advanced/Proficient), Spanish - Native
Accomplishments
- 17+ years leading Customer Success, Customer Experience, and Revenue Operations teams.
- Built four customer-facing organizations from inception or significant transformation, including Customer Support, Customer Success, and Customer Experience functions, creating scalable processes, talent strategies, customer lifecycle programs, KPI frameworks, NPS/CSAT programs, and cross-functional operating models.
- Led global Customer Success, Customer Experience, Support, and Revenue Operations functions.
- Developed customer lifecycle strategies spanning onboarding, adoption, expansion, retention, and advocacy.
- Partnered with Product, Engineering, Sales, Marketing, and Executive Leadership to align customer outcomes with business growth.
- Achieved 96% Gross Revenue Retention (GRR) across assigned SMB portfolio.
- Delivered 30% YoY revenue growth as Customer Success Director at 3DRobotics.
- Increased portfolio contract value by 31% at C2Perform.
- Improved renewal performance by 12 percentage points at 3DRobotics.
- Increased ARPU by 35% through expansion initiatives at 3DRobotics.
- Retained $30M+ in contract value and generated $17M+ in account growth through enterprise account management.
Languages
English
Proficient (C2)
C2
Spanish
Native
Native
Timeline
Senior Customer Success Manager
Jumper Media (SaaS)
05.2026 - Current
Head of Customer Experience - Promoted/Transitioned from Gel Blaster to Go Play Holdings following corporate restructuring
Go Play Holdings (SaaS)
12.2024 - 02.2026
Head of Customer Experience
Gel Blaster (Retail)
07.2022 - 11.2024
Customer Success Lead
C2Perform (SaaS)
10.2021 - 07.2022
Sales and Customer Success Lead
ESRI (SaaS)
04.2020 - 09.2021
Customer Success Director
3D Robotics / Site Scan (SaaS)
07.2015 - 04.2020
Client Care & Business Development Manager
Telvista (BPO)
08.2009 - 07.2015
MBA - Marketing Concentration
CETYS University
Bachelor's degree - Accounting
Universidad Autnoma De Baja California